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HappyFox Webinar On The Essential Help Desk Metrics Behind Great Support You'll Learn About: Appreciating the importance of Help Desk Metrics Selecting the most appropriate Help Desk Metrics Setting up Key Performance Indicators at different support levels How to track, measure and continuously optimise the set help desk metric
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Essential help desk metrics !behind great customer support!
1. Do you know how many .ckets went unresolved last week? 2. Do you know who among your help desk staff has the fastest response .me and quickest resolu.on .me? 3. Do you know how many staff you need in another 3 to 6 months?
Do you know?
Scaling
Performance
Customer issues
Focus on
Support staff
Support Manager
Execu.ve
Metrics that help you manage
Scaling
Performance
Customer issues Support staff
Support Manager
Execu.ve
Metrics that help you manage
1. Reply Pending .ckets 2. Address Tickets due 3. Handle Priority .ckets
Dashboard to solve Customer issues
Support staff
1. Reply Pending .ckets
Find unassigned .ckets and start responding Look at the dashboard to get an overview of .ckets & updates
Support staff Dashboard to solve Customer issues
2. Address .ckets due
Find .cket due that day and get your team work on it
Support staff Dashboard to solve Customer issues
3. Priori.ze .ckets
Quickly understand how you need to split your .me between .ckets based on urgency and priority
Support staff Dashboard to solve Customer issues
Scaling
Performance
Customer issues Support staff
Support Manager
Execu.ve
Metrics that help you manage
1. Assess team performance 2. Track .cket lifecycle 3. Iden.fy boRlenecks
Metrics to track Performance
Support Manager
1. Assess team performance
Measure how your team performs based on their • First response .me • Number of issues resolved
Metrics to track Performance
Support Manager
2. Track .cket lifecycle
Track the steps your cri.cal .ckets pass through and spot trends
Metrics to track Performance
Support Manager
3. Iden.fy boRlenecks
Spot .ckets and people taking .me to resolve and delegate
Metrics to track Performance
Support Manager
Scaling
Performance
Customer issues Support staff
Support Manager
Execu8ve
Metrics that help you manage
1. Insights about key customers 2. Predict trends 3. Scheduled monitoring
Metrics to help you Scale
Execu.ve
1. Insights about key customers
Monitor if your key customers are treated well
Metrics to help you Scale
Execu.ve
2. Predict trends & plan for future
See if you need more staff to support your growth Redirect team members based on where the demand is
Metrics to help you Scale
Execu.ve
3. Scheduled monitoring
Enable scheduled reports with your essen.al metrics to receive them in your mailbox
Metrics to help you Scale
Execu.ve
